Tim Cook Reminds Employees 'Apple Is Open' After Australian Retail Store Employee Bars Black Teens

Earlier this week, a group of black teenagers were asked to leave an Apple Store in Australia by employees who were concerned about theft. The exchange was caught on video and has since gone viral, leading to a series of apologies, from the store's senior manager and from Apple.

australiaapplestoreincident


Apple has released two statements on the matter, one from Apple CEO Tim Cook who said he wants "every customer visiting our stores or calling for support to feel welcome," and a second general statement clarifying Apple's core values.

"Inclusion and diversity are among Apple's core values. We believe in equality for everyone, regardless of race, age, gender, gender identity, ethnicity, religion or sexual orientation.

That applies throughout our company, around the world with no exceptions. We've looked into the details of the situation and we apologize to the customers involved. We will continue to do everything in our power to ensure all our customers are treated the way they should be."

Following the public apology, Tim Cook has now sent an internal memo to its employees, which has been shared by BuzzFeed. In the letter, Cook calls what happened "unacceptable" and says the video "does not represent our values."

He goes on to remind employees that "Apple is open" to people from "all walks of life" regardless of race, religion, gender, sexual orientation, age, disability, income, language, or point of view.

I'm sure you are all aware of the unacceptable incident which took place at our store at the Highpoint shopping center in Melbourne, Australia, on Tuesday. Several young men, who are students at a nearby school, had been asked by a security guard to leave the store. In an attempt to address the situation, one of our store employees gave an answer which shocked many of us.

What people have seen and heard from watching the video on the web does not represent our values. It is not a message we would ever want to deliver to a customer or hear ourselves. Our employee immediately expressed his regret and apologized to the students.

None of us are happy with the way this was handled. But we can all be proud of Kate, one of the senior managers at the Highpoint store.

On Wednesday, she greeted the same group of students to express a heartfelt apology on behalf of our store and our company. She reassured these young men that they and their fellow classmates would always be welcome at our store. The school's principal later told a reporter that she delivered her message "with good grace," and one of the students said, "It feels like we have justice now."

Her words that day echoed a message you've heard many times from me and from Angela. It's a simple pledge we all make to our customers and to ourselves:

Apple is open.

Our stores and our hearts are open to people from all walks of life, regardless of race or religion, gender or sexual orientation, age, disability, income, language or point of view. All across our company, being inclusive and embracing our differences makes our products better and our stores stronger.

The Apple Store Highpoint is staffed by people who share these values and illustrate our commitment to diversity. The team is made up of coworkers from Australia, as well as Egypt, Italy, India and five other nations. Collectively they speak 15 languages, including Urdu, Portuguese, Arabic and Mandarin.

While I firmly believe that this was an isolated incident rather than a symptom of a broader problem in our stores, we will use this moment as an opportunity to learn and grow. Our store leadership teams around the world, starting in Australia, will be refreshing their training on inclusion and customer engagement. These are concepts and practices they know well, but can always stand to reinforce.

Respect for our customers is the foundation of everything we do at Apple. It's the reason we put so much care into the design of our products. It's the reason we make our stores beautiful and inviting, and extend their reach to benefit the communities around them. It's the reason we commit ourselves to enriching people's lives.

Thank you all for your dedication to Apple, to our values, and to the customers we are so very fortunate to serve.

Following the incident, the senior manager at the Apple Store where the teens were ousted invited them back along with their school principal to make a formal apology and to make it clear they are welcome in the store any time. Following the apology, one of the teens said "She apologized to us and told us that we are welcome here anytime. It feels like we have justice now."

Note: Due to the political nature of the discussion regarding this topic, the discussion thread is located in our Politics, Religion, Social Issues forum. All forum members and site visitors are welcome to read and follow the thread, but posting is limited to forum members with at least 100 posts.

Top Rated Comments

Coleman2010 Avatar
68 months ago

Note: Due to the political nature of the discussion regarding this topic, the discussion thread is located in our Politics, Religion, Social Issues ('https://forums.macrumors.com/forums/politics-religion-social-issues.47/') forum.

It's sad that racial profiling and discrimination is considered "political."
Score: 60 Votes (Like | Disagree)
Aluminum213 Avatar
68 months ago
Reminds me of the horrible comments on this website when Dr. Dre joined Apple
Score: 54 Votes (Like | Disagree)
Populism Avatar
68 months ago
These customers need to give Tim Cook a list of demands, including that he "admit his white privilege" and resign.

;)
Score: 48 Votes (Like | Disagree)
WilliamG Avatar
68 months ago

I am usually not on the PC bandwagon, but the video was clear and someone really needs to be fired over that incident. PERIOD.

Is it clear, though? There's two sides to every story. If a group of similarly-aged white kids with backpacks came into an Apple Store simultaneously, as a store owner I'd be concerned, too. Don't get me wrong - I'm NOT saying what the store owner did is right, but I'd certainly be interested as to what happened before they were asked to leave.
Score: 38 Votes (Like | Disagree)
Kissaragi Avatar
68 months ago

Is it clear, though? There's two sides two every story. If a group of similarly-aged white kids with backpacks came into an Apple Store simultaneously, as a store owner I'd be concerned, to. Don't get me wrong - I'm NOT saying what the store owner did is right, but I'd certainly be interested as to what happened before they were asked to leave.

I thought exactly the same. Call me crazy for wanting to know all the facts before calling for a lynch mob.
Score: 26 Votes (Like | Disagree)
576316 Avatar
68 months ago
A very heart felt message from Apple and Tim Cook, and the utmost respect from me for acknowledging this incident and sending out a clear message that what that employee said in no way represents Apple's values.

However there is one part that does bug me, the part where Tim mentions Apple Stores benefitting the community around them. I'm pretty sure Apple is just one of many corporate giants who continually avoid paying proper taxes in the countries in which they do their business - taxes which go on to benefit the people of that country. Apple should be at the forefront of what is right and ensure they are paying all correct taxes, in their full amount and declared in the right country. It's not a lot to ask from a company who basically have all the money in the world. Apple have the power to set a good example and set off a chain reaction.
Score: 23 Votes (Like | Disagree)

Top Stories

iphone 5s black slate

Images of Unreleased iPhone 5s in Black and Slate Shared Online

Sunday January 17, 2021 9:47 am PST by
Twitter user @DongleBookPro has today shared images of a prototype iPhone 5s in an unreleased Black and Slate color. The iPhone 5s was launched in September 2013. The device featured Touch ID, a 64-bit processor, and a True Tone LED flash for the first time. Other new features included a five-element lens with an f/2.2 aperture, a 15 percent larger camera sensor, Burst Mode, and Slo-Mo...
iP12 charge airpods feature 2

Hidden iPhone 12 Hardware Feature Could Still be Unlocked

Thursday January 14, 2021 2:51 am PST by
All iPhone 12 and iPhone 12 Pro models purportedly have a hidden reverse wireless charging feature, according to an FCC filing. The feature has not yet been activated, but could yet be unlocked for an upcoming Apple accessory. The FCC filing suggests that iPhone 12 models contain the hardware for Wireless Power Transfer (WPT) to accessories: In addition to being able to be charged by a...
Top Stories 43 Feature

Top Stories: MacBook Pro, iMac, Mac Pro, and iPhone Rumors, Best of CES 2021

Saturday January 16, 2021 6:00 am PST by
This week was sure a busy one in the Apple world, with a flurry of announcements out of CES early in the week followed by a rash of Mac- and iPhone-related rumors later in the week. The new rumors this week included details on updated MacBook Pro, iMac, and Mac Pro models, as well as a few other tidbits, so make sure to read on below to get caught up! Kuo: New MacBook Pro Models to...
foldable iPhone concept feature

Apple Testing In-Display Fingerprint Sensor for iPhone 13, Foldable iPhone Also in the Works

Friday January 15, 2021 1:46 pm PST by
Apple has started "early work" on an iPhone that has a foldable display, according to a new report from Bloomberg's Mark Gurman. Though testing of a foldable iPhone has begun, Apple has not committed to releasing a device that has a foldable display. Development has not yet expanded beyond a display and Apple does not have full foldable iPhone prototypes in its labs. Like foldable...
16inchmacbookpromain

Kuo: New MacBook Pro Models to Feature Flat-Edged Design, MagSafe, No Touch Bar and More Ports

Thursday January 14, 2021 9:32 pm PST by
Apple is working on two new MacBook Pro models that will feature significant design changes, well-respected Apple analyst Ming-Chi Kuo said today in a note to investors that was obtained by MacRumors. According to Kuo, Apple is developing two models in 14 and 16-inch size options. The new MacBook Pro machines will feature a flat-edged design, which Kuo describes as "similar to the iPhone 12" ...
macbook pro flexgate

Apple Extends 13-Inch MacBook Pro Backlight Repair Program

Sunday January 17, 2021 10:31 am PST by
Apple this week extended its worldwide 13-inch MacBook Pro Display Backlight Service Program, authorizing coverage for eligible notebooks for up to five years after the original purchase date or up to three years after the start date of the program, whichever is longer. The previous cutoff was four years after the original purchase date. Apple launched the program on May 21, 2019 after...
iphone x camera close

iOS 14.4 Will Introduce Warning on iPhones With Non-Genuine Cameras

Thursday January 14, 2021 8:07 am PST by
In the second beta of iOS 14.4 seeded to developers and public testers this week, MacRumors contributor Steve Moser has discovered code indicating that Apple will be introducing a new warning on iPhones that have had their camera repaired or replaced with aftermarket components rather than genuine Apple components. "Unable to verify this iPhone has a genuine Apple camera," the message will...
Apple TV Ray Light 2 Triad

Apple Extends Free Apple TV+ Trials Until July

Friday January 15, 2021 10:50 am PST by
Apple is once again planning to extend its free Apple TV+ trial subscriptions, this time until July. When Apple TV+ launched in November 2019, Apple offered free Apple TV+ subscriptions to those who purchased a new Apple device in or after September 2019. Those free subscriptions were set to expire in November 2020, but in October 2020, Apple announced that it was extending free trials...
mac pro mini feature

Apple Working on Two New Mac Pro Desktops, One of Which Will Be Reminiscent of Power Mac G4 Cube

Friday January 15, 2021 10:23 am PST by
Apple is developing two versions of the Mac Pro to succeed the Mac Pro that was first released in December 2019, according to a new report from Bloomberg. The first updated Mac Pro is a direct successor to the current Mac Pro and it will use the same design. It may also be equipped with Intel processors rather than Apple silicon chips, and it could be one of the sole machines in the Mac...
macbook pro magsafe

MagSafe is Coming Back to the Mac: A Look Back at Apple's Original Magnetic Charging Technology

Friday January 15, 2021 12:16 pm PST by
Surprise late night rumors last night provided us with our first in-depth look at what we can expect from the new MacBook Pro models that are coming in 2021, and there are some significant changes in the works. Along with additional ports, a new flat-edged design, and the removal of the Touch Bar, Apple's updated MacBook Pro machines will readopt MagSafe. MagSafe in the 2021 MacBook Pro...